Certifications
Adrian Priescu
8 Virturtii, District 6, Bucharest
Summary
Ambitious and driven professional with over two decades of experience in building and leading domestic and international business development initiatives in telecommunication networks, high-performance technology solutions, technical support and customer-care sectors. Customer-oriented Senior Support Manager with extensive experience in planning and directing front-line and technical expert teams, with excellent qualifications in people management, customer relations and communication, having proven expertise in all areas of customer support lifecycle including sales support, policy and process documentation, recruiting, training, knowledge development, and employee retention. A self-starter, with exceptional commitment to providing superior customer experience, can work efficiently on own initiative or can integrate easily into a team environment.
Overview
21
21
4
4
Certifications
Work History
Senior Product Support Manager
Oracle Corporation
Bucharest
10.2014 - Current
- Defined and implemented the strategic planning, staffing, budgeting and management of all administrative and business affairs for a specialized team of multinational technical support experts.
- Managed a team of product support specialists, providing guidance and mentorship as needed, conducted regular performance reviews for team members and provided constructive feedback as necessary.
- Monitored customer feedback and identified areas of improvement in products or processes.
- Collaborated with engineering teams to ensure customer satisfaction.
- Active member and escalation manager for Security Certified Group engaged in addressing sensitive security vulnerabilities, acting as a liaison between the customers and internal security teams, handling escalations and communication across the resources involved
- Directed product development and delivery with consistent success in cost control and productivity of high-performance technology solutions to meet challenging business demands
- Led the successful turnaround of parts delivery operation by providing the best cost-effective shipment solutions for our customers and partners with the result of 20% reduction in shipment costs at the team level
- Coordinated the swift and proficient execution of the Moments of Truth strategic initiative in the capacity of Master Trainer for the program, driving a substantial improvement in customer satisfaction metrics. Additionally, reinforced the integration of MoT principles throughout the organization as the Global CSAT Lead, while introducing innovative processes to elevate the overall customer experience.
Product Support Manager
Oracle Corporation
Bucharest
05.2011 - 09.2014
- Developed and led the technical support team in charge with providing remote technical support to customers worldwide for Oracle storage products
- Understand the organization's key strengths and weaknesses and align personal goals with the organization's objectives
- Coordinated the resolution of complex customer inquiries within established SLA timelines.
- Leading by example to stimulate and motivate team members to understand how their work activities support team goals, vision, and strategies
- Communicate performance standards and actively manage performance issues in a supportive, objective, and straightforward manner
- Regularly measure and monitor progress and results by using defined metrics
- Continued monitoring and progressing of support engineers’ workloads including prioritizing of issues as needed
- Provide adequate resources to achieve plans, justifying additional resources as required
- Create development opportunities for team members
- Utilize competency-based interviewing techniques and behavioral analysis for recruiting high potential candidates.
Customer Support Team Leader
GTS Telecom
Bucharest, RO
12.2005 - 02.2011
- Built the Customer Support department from the beginning, designing the call center software requirements, documenting the work processes and procedures, recruiting and training the right agents
- Managed the Customer Support team, composed of experienced technical engineers, monitoring and evaluate their activity, driving and maintaining operational benchmarks, measures and service levels, assist CS representatives in successfully achieving their personal and professional goals and objectives
- Worked towards a “best-in-class” service delivery operation, achieving team goals and Customer satisfaction on a high-quality level, achieve agreed KPIs and SLAs
- Increase customer satisfaction with 11% from 6,1 in 2008 to 6,8 in 2010 (on a scale from 1 to 7), by developing new policies and procedures and acquiring new knowledge and skills
- Constantly monitored performance and coached level 1 representatives, providing regular and structured feedback, on-the-job training to ensure the constant knowledge improving
- Having strong customer focus, good commercial approach and understanding, technical knowledge, complaint management and de-escalation competencies
- Developed a motivational program for the Customer Support agents through a set of internal courses with the objective of achieving the needed abilities for the next professional level. This way the company retained the most valuable employees and decreased turnover
B2B Customer Service Coordinator - Technical Support / Sales & Retention
ASTRAL Telecom (UPC Romania, part of Liberty Global)
06.2003 - 12.2005
- Manage B2B Technical Support Team of 8 employees and Call Center Sales/Retention Team of 6 employees
- Establish call center goals and metric for both teams
- Foster an environment of continuous learning and improvement through coaching and developing call center agents
- Develop departmental programs and incentives plan
- Handle and resolve escalated customer issues
- Manage human capital including workforce planning and hiring activities, performance management, facilitates knowledge development
- Perform quality checks, develop and review performance reports, identify areas to improve, and implement measures to improve performance levels and meet objectives
- Ensure the efficiency and mobilization of the team in order to achieve the expected results
- Developed the training material and work-flow procedures together with commercial department coordinators
- Responsible for managing strategic customer relationships
- Permanent feedback and train the Customer Support Representatives regarding technical issues and communication skills to improve customer’s experience
- Developing Call Center Sales and Retention team have managed to reduce the load on technical support queue with 20%, to increase sales with 5% and to achieve a retention rate of 80%
- By self-study, gained the knowledge to manage and configure the Call Centre application (creating the IVR scripts, managing the queues, managing agent accounts, the skills based routing configuration and maintaining the server database and running state at the optimal level).
Education
Management and Business Communication -
National School of Political and Administrative Studies
06.2011
Faculty of Electronics and Telecommunications -
Polytechnic University of Bucharest
06.2003
Electrotechnics Diploma -
“Ecaterina Teodoroiu” High School, Targu-Jiu, Gorj
06.1998
Skills
- Exceptional communicational skills, capable to communicate difficult and abstract ideas with ease, and elaborate complex ideas both written and verbal to all audiences
- People management Advocate of macro-management style, keen to delegate and build trust with colleagues Intuitive with regards to people’s motivators and skilled at using these to get the best from people
- Strong interpersonal skills, friendly and amiable disposition that lends favorably to positions where rapport & relationship building is required, and ethical handling of sensitive information and people is essential
- Technical knowledge and experience in Oracle Cloud Infrastructure and Cloud@Customer environment, Oracle Sun Tape and Disk Storage Solutions, X86 Servers, SAN Storage, Archive and Backup solutions (Netbackup, Veeam), Data and Voice Network technologies, IP troubleshooting and debugging, Firewalls and IP Security, Hosting technologies and services, Virtual machines: VMware, Virtual Box, Call Center platforms technologies (switch-boards, SBR, ACD, IVR, SR, Predictive Dialer)
- MBA Masterclasses - Strategic Management
- ITIL v3 Foundation Certificate in IT Service Management
- CISCO Networking Academy Program: CCNA "Cisco Certified Network Associate"
Certification
- Master Trainer for the "Moments of Truth" strategic program
- MBA Masterclasses - Strategic Management
- ITIL v3 Foundation Certificate in IT Service Management
- CISCO Networking Academy Program: CCNA "Cisco Certified Network Associate"
Hobbies and Interests
Technology, Psychology, Photography, Travel, Sport
Languages
Romanian
First Language
English
Advanced (C1)
C1
References
References available upon request.
Timeline
Senior Product Support Manager
Oracle Corporation
10.2014 - Current
Product Support Manager
Oracle Corporation
05.2011 - 09.2014
Customer Support Team Leader
GTS Telecom
12.2005 - 02.2011
B2B Customer Service Coordinator - Technical Support / Sales & Retention
ASTRAL Telecom (UPC Romania, part of Liberty Global)
06.2003 - 12.2005
Management and Business Communication -
National School of Political and Administrative Studies
Faculty of Electronics and Telecommunications -
Polytechnic University of Bucharest
Electrotechnics Diploma -
“Ecaterina Teodoroiu” High School, Targu-Jiu, Gorj
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